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Anilisis pengaruh kualitas layanan terhadap kepuasan lonsume pemakai jasa kereta api di Stasiun Kota Baru Malang

Jurnal Ekonomi, Volume X, Nomor 1, Januari 2006
Journal from JIPTUNMERPP / 2008-02-11 05:50:33
Oleh : Idayanti,Boge Triatmanto, Faculty_of_Economics_-_Merdeka_University_Malang (briatmanto@yahoo.com)
Dibuat : 2006-01-01, dengan 0 file

Keyword : service quality, customer satisfaction, transportation services

The research discussed the customer satisfaction as the user of Gajayana Railway service. Objectives of the research are, first, to find out the influence of service quality that comprises of direct proof, reliability, conception, guarantee, as well as empathy over the customer satisfaction as the users of Gajayana railway service at the Kota Baru railway station in Malang. Second, to find out any variable that has dominant influence among variables of service quality over the customer satisfaction toward Gajayana railway service at the Kota Baru Station in Malang. Data analysis used multiple-linear regression,
in which the first hypothesis test is obtained from the hypothesis test. It is estimated that the service quality (direct proof, conception, guarantee, and ampathy) have simultaneously influenced the cutomer satisfaction, so that this hypothesis is accepted or tested on the obvious level of a = 0.05.The second-hypothesis test estimated that the service quality variable such as direct proof (tangibles) (Xı), has the most dominant influence over the Customer Satisfaction (Y) variable is accepted or tested by regression coefficient of 0.403 and it is higher than regression coefficient value of other independent variables.

Deskripsi Alternatif :

The research discussed the customer satisfaction as the user of Gajayana Railway service. Objectives of the research are, first, to find out the influence of service quality that comprises of direct proof, reliability, conception, guarantee, as well as empathy over the customer satisfaction as the users of Gajayana railway service at the Kota Baru railway station in Malang. Second, to find out any variable that has dominant influence among variables of service quality over the customer satisfaction toward Gajayana railway service at the Kota Baru Station in Malang. Data analysis used multiple-linear regression,
in which the first hypothesis test is obtained from the hypothesis test. It is estimated that the service quality (direct proof, conception, guarantee, and ampathy) have simultaneously influenced the cutomer satisfaction, so that this hypothesis is accepted or tested on the obvious level of a = 0.05.The second-hypothesis test estimated that the service quality variable such as direct proof (tangibles) (Xı), has the most dominant influence over the Customer Satisfaction (Y) variable is accepted or tested by regression coefficient of 0.403 and it is higher than regression coefficient value of other independent variables.

Copyrights : Copyright ? 2008 by Digital Library Universitas Merdeka Malang. Verbatim copying and distribution of this entire article is permitted by author in any medium, provided this notice is preserved.

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PropertiNilai Properti
ID PublisherJIPTUNMERPP
OrganisasiFaculty_of_Economics_-_Merdeka_University_Malang
Nama KontakDra. Wiwik Supriyanti, SS
AlamatJl. Terusan Halimun 11 B
KotaMalang
DaerahJawa Timur
NegaraIndonesia
Telepon0341-563504
Fax0341-563504
E-mail Administratorperpus@unmer.ac.id
E-mail CKOwsupriyanti@yahoo.com

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